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October 7, 2006 Code Camp at Foothill College Slide 1
Advanced Troubleshooting SkillThe Best Bedside Manner
CodeCamp October 7, 2006Jacky Hood, Instructor, Foothill College
CEO, FieldDay Solutions, Inc.
Business Card or Email address for PowerPoint or write to [email protected]
October 7, 2006 Code Camp at Foothill College Slide 2
Participant Profiles
• Personal Troubleshooting– Hardware– Software– Non-Computer (e.g. cameras,
appliances
• Colleague Support• Customer/User Support
October 7, 2006 Code Camp at Foothill College Slide 3
Participant Goals
• Knowledge– 1: – 2:
• Skill: – 1:– 2:
• Advancement• Stress Reduction• Other
October 7, 2006 Code Camp at Foothill College Slide 4
Problem-Solving vs. Troubleshooting
• Problems you encounter– 1: – 2:– 3:
• Typical Troubleshooting– 1: – 2:– 3:
October 7, 2006 Code Camp at Foothill College Slide 5
Problem-Solving Methodologies
• 8D
• Inductive, Deductive, Abductive
• Gestalt
• Problem Space
• Hard Systems • Soft Systems
October 7, 2006 Code Camp at Foothill College Slide 6
8 DisciplinesProblem-Solvingused extensively in Quality
1. Use Team Approach2. Describe the Problem3. Implement and Verify Short-Term Corrective
Actions4. Define end Verify Root Causes5. Verify Corrective Actions6. Implement Permanent Corrective Actions7. Prevent Recurrence8. Congratulate Your Team
October 7, 2006 Code Camp at Foothill College Slide 7
Inductive and Deductive Problem-Solving Methodologies
• Thought Processes– Inductive: Instances to Principles (e.g.
biology classifications)– Deductive
• Principles to Instances• Cause to Result
– Abductive: Result to Cause
October 7, 2006 Code Camp at Foothill College Slide 8
Gestalt Problem Solvingexamples from Harish Kotbagi,
Georgia Tech, 1997
Gestalt: Whole is greater than sum of parts
October 7, 2006 Code Camp at Foothill College Slide 9
Problem space theory
• Theory by Allen Newell & Herbert Simon– Initial state and end state– Goal: move desk
• Subgoal: make desk lighter
• Creativity– Edward deBono Lateral Thinking– Arthur Koestler The Act of Creation– Film Why Man Creates– Twyla Tharp The Creative Habit
October 7, 2006 Code Camp at Foothill College Slide 10
Hard Systems Problem Solving Methodology
• Asserts that all things can be measured
• Analysis using quantitative methods and tools
• From early systems theorists including Karl Ludwig von Bertalanffy
October 7, 2006 Code Camp at Foothill College Slide 11
Soft Systems Problem Solving Methodology
• Approach to organisational process modelling used both for general problem solving and in the management of change
• Originated by Peter Checkland and Brian Wilson, University of Lancaster
• Now incorporated into CST: Critical Systems Thinking multidiscipline models
October 7, 2006 Code Camp at Foothill College Slide 12
Soft Systems Methodology Dale Couprie et al, University of Calgary
October 7, 2006 Code Camp at Foothill College Slide 13
Myth of Hard and Soft Approaches to Support
• Myth– Use Hard methodologies to fix the
system– Use Soft methodologies to fix the
customer
• Reality– Combined methodology builds
confidence on both sides
October 7, 2006 Code Camp at Foothill College Slide 14
Three Legs
TechnicalProblem
BusinessProblem
EmotionalProblem:Frustration
AngerGuiltFear
Three Legsof a
Support Problem
October 7, 2006 Code Camp at Foothill College Slide 15
Troubleshooting Methodologies
• Half-splitting or binary-search
• Last-changed
• Litt
• Knapp
October 7, 2006 Code Camp at Foothill College Slide 16
Half-splittingor binary-search
• Ensures minimum number of steps– Exercise: number of steps in various stages
Drawing from GENERAL MAINTENANCE PROCEDURES FOR FIRE CONTROL MATERIEL published by US Army
October 7, 2006 Code Camp at Foothill College Slide 17
Last ChangedJacky’s favorite methodology
• The system was working; now it’s not• All changes between the working and
non-working system are suspect, no matter how unlikely they appear
Do not insult the intelligence of the customer by asking questions relatedto a system that has never worked
October 7, 2006 Code Camp at Foothill College Slide 18
Litt’s UTPSteve Litt’s Universal Troubleshooting Process
(computers, cars, etc.)1. Prepare2. Get a complete and accurate symptom description3. Make a damage control plan4. Reproduce the symptom5. Do the appropriate corrective maintenance6. Narrow it down to the root cause7. Repair or replace the defective component8. Test9. Take pride in your solution10. Prevent future occurrence of this problem
October 7, 2006 Code Camp at Foothill College Slide 19
Knapp’s Methodology
Donna Knapp “How to Solve Problems Methodically” in Customer Service Skills for the Help Desk Professional
1. Gather all available data and create information2. Diagnose the problem
1. Ask questions2. Simulate the customer’s actions3. Use diagnostic tools
3. Develop a course of action
October 7, 2006 Code Camp at Foothill College Slide 20
Game Theory applied to Troubleshooting
• Game Theory (von Neumann, Oskar Morgenstern, Nash, Selten, Aumann, Schelling, others)– Applicable to economics, war, sports, business, and
games– Competitors, cooperators– Zero-Sum and non-zero-sum– Perfect information and imperfect information
• Gaming Theory: beat the house– Blackjack Poker
• Card counting now useless– Roulette
October 7, 2006 Code Camp at Foothill College Slide 21
Game Theory applied to Troubleshooting
• Game theory is the study of the ways in which strategic interactions among rational players produce outcomes with respect to the preferences of those players, none of which might have been intended by any of them.– Example: “Voters chose a minority government”
• Trust theory: approach the other party as a cooperator until that party proves to be an adversary
• Applicability to Troubleshooting: engineer, customer, and system as Cooperators
October 7, 2006 Code Camp at Foothill College Slide 22
Friend or Foe Game Theory & Television ShowThe decisions the contestants make in the 'Trust Box' determine the team's winnings and how they were divided. Three outcomes were possible:
– Both vote "Friend" – Each player receives half the winnings.
– One votes "Friend," the other "Foe" – The contestant voting "Foe" takes all the money and the "Friend" gets nothing.
– Both vote "Foe" – Neither player wins anything.
October 7, 2006 Code Camp at Foothill College Slide 23
Cooperation among the three players
Two ways to describe/troubleshoot systems– Correct functioning (anatomy and physiology)– Malfunctioning (symptom-cause-solution)
1. What is the system trying to do? How can we cooperate?
2. What is the customer trying to do? How can the system cooperate?
3. Analyzing the disconnects between items 1 and 2 can lead to resolution
October 7, 2006 Code Camp at Foothill College Slide 24
Workshop One: The Cornered Customer
• Work in groups of 2 to 5 people• Customer lost critical information from boss
(password) and is showing anger, guilt, fear, and embarrassment
• Define the goals of the customer, the system, and the troubleshooter
• Devise two solutions: one technical and one non-technical
• Save face for the customer
October 7, 2006 Code Camp at Foothill College Slide 25
CSI Basics• Crime scene analysis is a slow, methodical, systematic,
and orderly process that involves protocols and a processing methodology.
• Far too many investigators cave into pressure to get the scene working and functional again, especially if it is an area of commerce.
• Having a method or game plan protects against charges the scene was ransacked or dropsied.
• It's important to remember communication and team work are the hallmarks of good crime scene analysis.
Dr. Tom O'Connor CRIMINAL INVESTIGATION class, North Carolina Wesleyan College
October 7, 2006 Code Camp at Foothill College Slide 26
Crime Scene Investigation Techniques for Troubleshooting
Basic CSI homicide techniques• First do no harm – disturb nothing
– The board swap disaster• Obtain coroner’s findings
– ______ of death– ______ of death
• Establish chronology• Eliminate possible causes with valid alibis
October 7, 2006 Code Camp at Foothill College Slide 27
Tools of the Trade
• Active Listening– Spkr A: I would like to learn…– Spkr B: Nod, OK, ‘tell me more”– Reverse roles
• Involve the Customer• Solution Plan
October 7, 2006 Code Camp at Foothill College Slide 28
Active Listening Workshop
• Speaker A: I would like to learn…– to drive a Bobcat– to speak Italian– how to get promoted– to play the clarinet– AJAX programming language– …any other topic
• Speaker B: Nod, OK, ‘tell me more”• Reverse roles
October 7, 2006 Code Camp at Foothill College Slide 29
Solution Plan: Ten Steps
1. Calm the customer-------------------------------2. Engage or isolate the
customer3. Observe without action4. Choose a plan-------------------------------5. Collect data and create
hypothesis6. Test hypothesis7. Take corrective action or
create workaround-------------------------------
8. Identify root cause9. Document
– resolution/workaround
– root cause– prevention strategy
10. Follow up with customer
October 7, 2006 Code Camp at Foothill College Slide 30
Calming most Customers in 20 Seconds
• Our methodology will work here.• We have a process for problems like this.• Together we can get you back in production
Claud’s story: “I have a plan.”
October 7, 2006 Code Camp at Foothill College Slide 31
Fixing Intermittent Problems
• Steve Litt’s Intermittent Problem Definition: “An intermittent is a problem for which there is no known procedure to consistently reproduce its symptom.”
• Steve’s seven solutions include “general maintenance, preventative maintenance, turn the intermittent against itself, convert the intermittent into a reproducible, statistical analysis, root cause analysis, ignore it” http://www.troubleshooters.com/tpromag/9812.htm
• One (way) is to wait until the intermittent has become a more frequent or continuous problem -- that approach may not sit well with a customer. Another is to check for any technical service bulletins -- Larry Carley Troubleshooting Intermittent Engine Problems 2003
•
IBM/Lenova 17-step process:
http://www-307.ibm.com/pc/support/site.wss/document.do?lndocid=MIGR-4YRKVX
Recent crashing problem: clean machine approach
October 7, 2006 Code Camp at Foothill College Slide 32
Final Workshop
• Role-playing volunteers• Customer has intermittent problem• Engineer applies the Ten Steps